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2.0 278 Reviews

Sleep Number Complaints Summary

68 Resolved
197 Unresolved
Our verdict: When using services from Sleep Number with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Sleep Number reviews & complaints 278

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2:34 pm EDT
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Sleep Number customer service

From the very beginning I've had problems with customer service from Sleep Number. I'll often get told one thing by one customer service rep and then told something completely different by another one. I even mentioned that to the men who delivered my bed, and they said that was the biggest complaint they hear: that customer service isn't very good. In all my dealings with them, I've only talked to one who seemed genuinely interested in helping me.

They sent me a set of sheets as an appeasement, but now that I'm trying to exchange them for a comforter (because the sheets have a low thread count and are uncomfortable), they said they couldn't swap them out, but if I wanted to send the sheets back and buy a comforter outright, they'd be okay with that.

I would like to be able to swap the sheets out for a comforter.

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4:44 pm EST

Sleep Number unethical behavior and all out misrepresentations

We purchased a Sleep Number mattress at the Delafield, WI Sleep Number store. It's been a nightmare ever since. We were told that if we were not completely happy, and "getting the best sleep we've ever had" we could "just bring it back to us". NOT SEND IT BACK AT OUR ADDITIONAL EXPENSE...Right now I'm on another "hold" as I have called to get this horrible mattress out of our house. Do everyone a favor, if you have also had a horrible experience with them, make a complaint with the BBB and/or your state's consumer affairs dept.

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1:24 pm EST
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Sleep Number select comfort/sleep number bed

MY OPINION: DO NOT PURCHASE FROM THIS COMPANY. CUSTOMER SERVICE AFTER SALE IS NON EXISTENT. Buyers beware! Purchased in Jan 2016 from store in West Hartford CT. Was told $300 up-charge cost of Sleep IQ would be easily refunded if we're not happy with the online service that monitors your sleep and gives you a report online in the morning. We realized early on that we know if we had a good night's sleep by how rested we feel in the morning. We don't need a $300 online graph to tell us we had a restless night.

Tried calling the numbers for Customer Service as we had been directed by our Salesperson but all numbers had same recording saying "Please note that we have been experiencing heavier than usual call volume and that wait times may exceed 15 minutes. We apologize for the inconvenience, and a sleep professional will be with you as soon as possible."

Tried numerous times over several weeks to get through and its always the same recording. Then we noticed the website has the same BS line as a permanent part of the website as you can see here:

http://www.sleepnumber.com/sn/en/contact-us# which very loudly yelled "SCAM" to me. My take on this whole thing is its just a corporate level scam to separate you from your $300. They have no intention of servicing me or you. CUSTOMER SERVICE IS NON-EXISTENT AT SLEEP NUMBER BEDS/SELECT COMFORT.

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2:36 pm EST

Sleep Number customer service after sales

Ordered P5 bed with modular base and legs. (Oct/4/15) Found out later that the bed frame we purchased did need the base and legs any more. Local store mgr stated just refuse the base and legs at delivery (11/24/15) . This we did and the delivery tech stated he would note the refusal and a credit back to my credit card used. On Dec 17 2015 after about 3 dz attempts on the phone to get in finally the phone rings and not a hang up, only to be put on hold for over 30 minutes. Finally a live person agent #30. She looks up my info and acct and informs me she has placed a service research in for my claim. Be 3 to 5 business days before results. Jan 4 2015. Again after about 2 dz calls and hang up due to all agents are busy. Hang up is at their end not mine. I finally get a live body after two 30 minutes holds listening to the same music. Agent #60 gets my info and puts me on hold for review. Later she comes back to inform me she has placed an order for a refund. The delivery tech never put info into systems she noted. Now she informs me that the refund is about 3 weeks in the out. I have NEVER had such customer service after the sales as noted here. I have will continue to inform people about my experience of the customer service noted. The only good news is that I do like my P5 number bed. GC Greenville NC

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4:38 pm EST

Sleep Number customer service and executive officer shelly ibock

I ordered a Sleep Number bed in early 2015. In March, 2015, Sleep Number sent me a foam insert to correct a too soft mattress. On November 3, 2015 I called Sleep Number to order a foam insert for the other side of the bed in order to even out the mattress and to provide a more comfortable mattress for my partner. On November 16th I called to inquired about why I hadn't yet received the insert. I was told that they were having trouble with shipping. On November 24th I called again - same response. Left messages with President, Shelly Ibock and with Supervisor "Max" at exgtension 687. Can never reach anyone when I call - On Nov. 24th Max left a message on my phone saying he had resubmitted the order and I should have it by Friday, Nov. 27th. Today, November 30th I again tried to call both the President Ibock and Max, to no avail. Have left messages for both - I still have not recei ved the foam insert - ONE MONTH LATER! And no one at Sleep Number seems to care. Sorry I ever purchased the mattress and I will tell all my friends to beware of Sleep Number and their disgraceful customer service. Anne Nichols Orders # [protected] and [protected]

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6:50 pm EST

Sleep Number customer service

Orderd a new compressor for my bed about 2 month ago waited about 5 weeks still no compressor.wife called back to find out the order was not put in the system.wife reordered the unit.was told unit delivery would take a few days.waited 2 weeks no compressor .Called again to find out the unit is in waiting to be shipped dept.the unit would ship in seven to ten more days the customer service rep was no help and no 't really interested in helping or she had no company support to help.so to those who consider investing in one of these mattresses I would suggest you look into mattresses company that doesn't forget there customers after the make a large investment in there product

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5:21 pm EST

Sleep Number very poor customer service

Purchased a sleep # bed on 10/15/2015. Have heard nothing but excused for a new computer system that was installed. They called last week to set up delivery and set up of bed, inquired about sheets and protective cover. Was told that is a separate department, I would have to call customer service. Have called customer service twice and online chat once, no one can tell me if I will get sheets in time for arrival of bed install. All they say is it is ready to be shipped. The last person I talked to (Josh - Live Chat) indicated there was nothing he could do to track order, and told me it was my choice, when I informed him I would refuse bed and cancel order if bed showed up before bedding and no way of tracking if and when bedding would arrive. Very Poor Customer Service This is my third Select Comfort bed I have purchased and will be my last, also won't be giving out referrals any more. Oh Yeah - That's My Choice

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5:32 pm EST

Sleep Number never received the product. treated indifferently. wasted a lot of time.

My husband and I both suffer from severe back pain and decided to buy a Sleep Number bed. We ordered the bed from a Sleep Number store in our state. We were told we would have to pay $450 extra to have the bed delivered because we were out of the normal delivery area. We agreed to do that in order to try to get some relief from our pain. We were told it would take 3 to 4 weeks to deliver the bed. The company called me at least five times the first couple of weeks to schedule delivery. (No one knew about the other calls.) I was put on hold at least once during every call for at least 45 minutes each time. Then someone would come back and tell me they would have to get back to me because their system went down. After about two more weeks, I had not heard from them so I decided to call them. Their system was down again and again. After about two months of this run-around treatment, I told them I would like to have the bed. They had charged $3, 490.74 to our charge card, and I was getting pretty fed up with the whole thing. (By the way, we bought the cheapest bed they had, because it was the firmest.) Two months later they called and said they could not deliver to our area at all. They lied to me and said they had been using the wrong zip code, but I had a copy of the original order, and the zip code was correct on it. So I actually had proof that they were lying. They informed me that they were cancelling the order altogether. I asked them why no one had told me they could not deliver the bed when we ordered it two months earlier. This was truly the worst experience I have ever had with any company. And after reading the reviews for the beds, I believe we have been blessed not to receive it. We are now waiting for reimbursement to our charge account. Three months of a nightmare to try to get one good night's sleep. So NOT worth it!

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12:23 pm EDT

Sleep Number bed

A short time after I got my dual chamber Sleep Number bed, one side wouldn't hold air and literally deflated on my husband overnight. Also, the digits on the remote are not fully lit so we can't see what number either side is on. I called Sleep Number's customer service number to get some information. I spoke with someone who was very rude and decided I was going to wait on ordering the replacement parts until later that day. I called back later that day, and spoke with Nicole, she was very nice and she gave me totally different information. I ordered the part at a 56% discount, this is insane but what else could I do? When the parts came 10 days later I was very surprised to find that they were REFURBISHED! WOW! Anyhow, installed the parts and guess what? A few months later, yep, leaking again. So, I contacted customer service again and the warranty was only 30 days on that refurbished part so I will have to purchase another one! Well I know how they make all their money! The bed is comfortable, I love that it reclines and massages but their is just too much hassle. I'm going to get a Tempurpedic!

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andrealeer
, US
Aug 18, 2015 4:03 pm EDT

Warranty DOES NOT COVER ANYTHING AND IT goes down by 4% every year, so much for the 25 year warranty.

DO NOT BUY A SLEEP NUMBER BED, TERRIBLE COMPANY!

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1:01 pm EST
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Sleep Number complaint

We have one of these beds and it has sunken in the middle. (Not an issues if you want to roll toward the middle every night...) Called the company regarding the warranty. They pro-rated the warranty and we paid the $400+ to get, per their recommendation, new foam rails and the divider replaced (via said prorated warranty). We did this first after talking to the customer service folks and heeding their recommendation to do so, thinking this would solve the issue. It didn't.

Called customer service again, and again they pro-rated the warranty and said it would cost me almost $600 to get a replacement zipper enclosure/cover that houses the air chambers. (Expanded Queen, model 7000, purchased for $3200+ in 2006) No other options provided.

Customer service also said "I see you used your warranty to get the replacement foam rails/divider. So you should be familiar with how we pro-rate the cost..." So they can see your account when you call in, and how much they charged you for ANY warranty work. Just BEWARE!

So, that would come to around $1, 000 FOR WARRANTY WORK! I could buy a higher end box and mattress set and have money left over for that amount for WARRANTY work!

I haven't had a good night's sleep in over a year... 20 Year Warranty, my eye... what a racket! If I knew back in 2006 what I know now about this company, I wouldn't have purchased this bed! I hope, at least, that the saleslady got a good commission!

BE AWARE!

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12:37 pm EST
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Sleep Number black mold

Bought a sleep number bed few years back. Not only has the bed chambers sunk, the matress topper, foam cover and mattress tubest are covered in black mold. Now I know where my morning coughing, runny nose and itching are coming from. Called sleep number. The sent out a new foam egg crate topper and air chambers, how ever we are still waiting on the topper. Since this bed.and size has been discontinued, the topper has to be specially made. That was 3 weeks ago... we contacted the company well over a month ago. We are still sleeping in the same old bed. Can anyone help me?

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12:17 pm EDT
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Sleep Number Black mold

I purchased the sleep number 5000 probably about 10 years ago, have always loved this bed.
I have had the problem of air seeming to only leak out of one side, mine. . . So i periodically take everything apart to check connections and such, flipping the foam pad around and securing all back together.
This morning [protected] i decided to take apart because i wanted to move the bed away from the wall and clean the baseboards and underneath the bed. As i proceeded to take apart, i was in shock with the black mold i discovered under the foam pad and on top of the air mattress. . . I couldn't believe it!
I have been sick for 18 days in a row, with a heavy chest cold, coughing mucus, heavy nose bleeds, sinus headaches and all along where i have been sleeping is loaded with this nasty black mold, are you kidding me?
I immediately stripped the bed apart and switched to my spare bedroom mattress, bleached the top of the air mattress and will probably replace the foam pad.
I more than likely won't call the company after reading the response most received after trying to get problems resolved, however, i will purchase a new bed, just not another one of these!

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Diane Kundracik
Clarkston, US
Oct 11, 2022 7:08 am EDT

OMG - I just took my sleep number bed apart and saw black mold! I’ve been sleeping on this for I don’t know how long. No wonder I woke up with really bad swollen eyes every morning. Went to the doctor to get my eyes looked at, put me on steroids and pills. I never dreamed it was because of sleeping on my bed! I don’t understand how mold can get there on top of the air mattress and the foam looks pitted, I’m assuming that has black mold on it too. Great, now what. What do I do? Can I get the black foam and air mattress replaced? Please help asap!

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9:43 pm EDT
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Sleep Number saging matress, bad warranty

After owning the king size sleep number bed for three years, the bed sags toward the middle, causing a rolling feeling. The company is well aware of this common problem and after contacting them and doing some measurements they asked for, they determined that the cover had stretched over time and needed to be replaced. I asked them why in their advertising they claim the bed lasts longer than a traditional inner spring mattress, but after 3 years ours has obvious problems. By the way, my wife and i are physically fit and not over weight, so we questioned the cover stretching reason they gave us. We, however gave the company the benefit of the doubt and listened to what they had to say. They said that the warranty would pay for 64% of the "retail cost" of the new cover. They wanted us to pay the remaining 36% which was about $260. ! I told them that my portion probably covers their actual cost and then some! The warranty after two years is a complete scam and the customer disservice does absolutely nothing! Stay away from these beds, there are thousands of online complaints about them for good reason! I wish we would have done some research before purchasing. Don't be ripped off like we did.

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6:23 pm EST
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Sleep Number black mold

I have had headaches, insomnia & sinus problems, as well as a chronic cough for 5 years. Doctors cannot find the cause; I have tried many medications without success. Last Wednesday, my Golden Retriever jumped up on my bed with very wet, muddy feet - as I peeled back layers of bedding, and then unzipped the pillowtop, and then the foam underneath, I discovered the air bladder of the Sleep Number bed was covered with patches of black mold. I was horrified. I immediately deflated it and dragged it into the garage, the I called Sleep Number. They were very nice and offered to replace the inner airbladder free of charge. I have decided to discard the whole bed - I believe there must be mold throughout the bed, not just on the surface of the airbladder, so just replacing the insides does notmake me feel better. I have purchased a new mattress. I am hopeful, now that I am not sleeping on black mold, that my symptoms will disappear.

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truth is mine
, US
Mar 08, 2014 10:26 pm EST

until the suspect mold has been tested and proved to be "black" mold, it cannot be called "black" mold. perhaps your comment should be "i found black colored mold"

mold cannot grow unless moisture is present. where did it come from? air beds contain no moisture.

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1:33 pm EST
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Sleep Number worse matress ever slept on!

I purchased the i8 sleep numer in Nashville opry mills mall and the sales rep kept saying what do you have to loose? I take that as a risk free! Well needless to say we tried the matress for about three weeks! The worse sleep we ever had! Both me and my husband had backaches and neck pain every morning ! We adjusted our number several times, the company even sent extra memory foam nothing was going dr. Up this over priced ex dreamily uncomfortable air matress of a bed! And had to pay shipping both ways! 79.00 to my home and 199.00 Thor it to be returned back! So don't believe your sales rep! Ask about the return policy and read the fine print! So we had 3 weeks of horrible sleep for nearly 300.00 in shipping cost! What a rip off company ! I will cont. to write reviews on how this company is a rip off and that their bed is nothing more than a camping blowup bed with a pretty topper on top! I knew I should have bought a Tempurpedic like others tried to tell me! Ugh! Can't wait for them to come pick it up!

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12:07 pm EDT

Sleep Number free trial

We took advantage of the free Trial of Sleep Number Bed 100 days free trial. well let me tell you it is not a free trial
the things you' re not told is it cost $ 179.00 to come and set this up no box spring just some plastic cubes that the bed rests on then you have a Air matress inflated on top we tried it and it gave us a continous back ache so after 2 weeks I called the Company and asked to have it picked up I was told it will cost us $ 199.00 to ship it back so this cost us right around $ 379.00 to try for 2 weeks. and then we are told that they can not pick it up for 3 weeks so we have to sleep in this for 3 more weeks and continue have back aches. I wish I would have never bought this bed it cost us money and Back aches. this was not a good Chioce and I will not recomend this to anyone that I know.

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3:58 pm EDT
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Sleep Number bed experience

Worst bed experience I have ever dealt with. A $100 air mattress from Wal-Mart is a better buy then this $3000 sleep number bed. It is about $200 worth of materials packaged into info commercials and mall stores. The return and warranty policies don’t happen when you call or email. They just say try in a little longer, then BAM your past the legal refund policy you signed. There is a problem with sleeping on a rubber sheet on top of a rubber balloon with foam in between, the heat from your body heats up the air and moisture collects on the rubber balloon (bladder). The older models would mold and make people sick. Now they’re treated with a smelly chemical.

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9:40 am EST
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Sleep Number bad company practices

My wife and I have been looking for a good bed for a long time and really wanted to try out the sleep number bed. All of the tv ads say you have 30 to try it out so what could you lose?
I went into a store in Tukwilla Wa just to try one out before bringing my wife in; the bed felt comfortable at that time. I then took my wife into a Sleep Number store in Tacoma WA to have her try it out. She thought it was ok but the sales woman was very rude so we left.
I still wanted to try out the bed for the 30 days to see if it would work for us so I called a different sales person at the Tukwilla store and went a head and ordered the C4 Set with the FlexFit Plus adjustable base.
After 2 weeks of trying the bed out we just couldn't find any number that was comfortable for us. We had started at the number 45 because when we were in the store that is where the rude lady in Tacoma Wa told us that was our number. after the 2 weeks we were up to 85 and still not comfortable. My wife could never get her side to work right. When you sit on the side of the bed the foam would flatten out and be very uncomfortable.
The adjustable base looke more like a hospital bed. We had to order 7" legs so that the adjustable base would fit our current frame which made it look look even worse. We had a ton of space under the bed and showed all of the underside frame work. Very visually un-appealing. We locked the wheals but the bed would slide all over the floor everytime you got into the bed or rolled over. We ended up taking the wheels off and adding pads to the bottom of the legs so that it wouldn't scratch our wood floors. We had a blck cord sticking out each side of bed, 1 for the pump and 1 for the adjustable base.
We both decided that this bed wasn't for us. I called custmer service and said I wanted to return the bed. The woman I soke with was very rude. She told me it would cost me $167 to return the matress and when I said I didn't want the adjustable base either she quickly informed me that the adjustable base wasn't returnable. I was never informed that I couldn't return the base in the 30 days trial period so I tokd her that and she said that it was on my sales receipt. I ordered my set over the phoine and was never informed of this by the sales person so I told her that and she said it doesn't matter they are non refundable and said that I wanted to take them to court that she was recording my call and it would be used against me if we ever went to court.
When my bed was delivered it showed up on a Saturday and after the bed was installed my receipt showed up in the mail. You have to buy the adjustable base before you find out it's not rufundable.
I wasn't going to accept that answer from the rude customer service person so I first called GE Capitol and placed a hold on the $2000 for the adjustable base. I then called the return customer service again and asked for a supervisor. I informed him that I placed a hold on the funds with GE for the price of the adjustable bed and would have them do an investigation and see if they could get the sale reversed. He informed me that in my welcome packet that was mailed to me, there was a return clause that said that if my order was placed in error that I had 4 days to return everything. I explained that I never received a welcome packet and the sales receipt didn't show up until after my be bed was delivered. He had me scan the envelope with the postal stamp showing the date it was received by them, which was post-marked the day before my bed showed up. He called me back a couple of days later and said that they will return the adjustable base but it sould cost me $199 to have their team pick it up from me, that is on top of the $167 to return the matress. My 2 week trial turned out costing me $357.
These guys suck! Their beds suck!
Not everyone has been able to return these adjustable bases so buyer beware!

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9:08 pm EST
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Sleep Number poor delivery and customer service

Sleep Number delivery and customer service problems

We purchase the I8 bed on October 20th, 2012. We were called by Sleep Number Bed Home delivery on 22 and 26 October, and were set up for delivery on 29 October. I had to rearrange my schedule with my supervisor, because they were unable to deliver on any of the four days I gave them that would preclude me from missing work.

Eric, [protected], from Sleep Number Bed Home Delivery, called the morning of the 29th, stating they could not deliver because of Hurricane Sandy hitting the east coast. That was very understandable. He stated that someone would call me on Friday 2 November to re-schedule my delivery.

Friday, 2 November rolls around, and by the afternoon I had still not received a phone call. So I called them, and again spoke to Eric. The only thing he could do was schedule me for the afternoon of 5 November for the delivery. Once again, I had to rearrange my schedule with my supervisor, because they were unable to deliver on any of the days I gave them that would preclude me from missing work.

On Monday, 5 November, I received a call from Eric stating they were going to cancel my delivery, and they would call me back by the end of the day to reschedule. I asked him why, and he said that he did not have a bed for me. I asked him what happened to the bed I was supposed to get on 29 Oct, the bed that he had in his possession on 26 October, and he stated that it was delivered to someone else, probably, that they don’t put people’s names on them in the warehouse, they just load the model that morning on the destination truck. I then argued that since my first delivery had been canceled, that I should have been at the top of the que for a delivery, and have top priority. He then told me they never actually had a bed for me.

At this point I ended my phone call with Eric. I felt I was being lied to and told him so. I called the Store I purchased the bed from, and spoke to Mekita, the store supervisor [protected]. She then made some calls, called me back stating that Customer Service wanted to speak to me and help me. I called the number Mekita gave me [protected], and talked to Nadine. She was very helpful, and I told her my story. She said she would do some checking and get back to me.

She called me back and told me that all the beds had been shipped from the New Jersey Warehouse back to the “Hub” ( wherever that is ) to keep them out of harm’s way of the hurricane, and that the computer at the delivery warehouse was never updated.

At this point I was very angry. I told Nadine now I have three stories to pick from, and still felt like someone was lying to me. I asked Nadine which was it;
- Did they ever have my bed in possession at all
- Does my bed even exist
- Is my bed back from the Hub?

I ended my call with Nadine, by stating I did not want to hear from anyone until they actually had my bed. I did not want to have to re-arrange my schedule again with my boss just to have my delivery canceled once again.

So, 96 hours pass, it is 10 AM Friday 9 November, and I have not heard from a soul at Sleep Number Bed. No call from Customer Service, no call from Home Delivery, nothing. Apparently, nowhere in the entire state of Virginia can they lay their hands on an I8 bed.

Believing that I have been more than patient, OK, angry, but patient, I again call the store I purchased the bed from. I talked to Bill, the salesman who sold be the bed, as Mekita was not there. Bill made some calls, and finally John from Home Delivery called me. He set me up for a November 15th delivery, and I could expect a call by the 13th of the time window. I told John that it would have to be in the morning, as I was starting 2nd shift at work, had re-arranged my schedule twice with my supervisor, and should not have to do so again. He said he would inform his boss.

I then asked John why I could not get delivery sooner, since I had been canceled twice already, and should be at the top of the Que. He said that the 15th was as soon as he could get the bed to me.

Needless to say I find this hard to believe. Here I am, originally supposed to get a bed on 29 October, and John says 15 November is the earliest he can get one to me.

I find it very hard to believe that no I8 beds can be found in the state of Virginia, nor have any been delivered to any customers, since 29 October. So I call Customer Service back and speak with a Supervisor, Lisa.

I tell Lisa the entire saga that I have just typed above, and she sounds horrified. She tells me that she is going to make a few calls, and see what she can do to get a better delivery date than 15 November, and call me back today, 9 November.

It is 1:15PM 9 November, and I am still waiting . . .

Received a call from Adam on Tuesday, 13 November, stating that the will deliver my I8 Bed sometime between 10 and 2 on Thursday 15 November. I still have not heard back from Lisa at Customer Service.

10:30 AM 15 November, my sleep number bed arrives. The two workers, Chris and Anthony, were quick, knowledgeable, and efficient. They were in and out of the house in less than 20 minutes, and explained everything to me about the bed.

Some constructive thoughts here;

1. Don’t promise to call a customer, then fail to call.
2. Don’t promise a delivery date if you do not have the item to deliver.
3. Don’t cancel a customer delivery twice, and then make them wait an additional ten days.
4. Ensure your delivery scheduler is flexible. I find it difficult to believe that of all the days I requested for delivery, they were unable to accommodate me. I was the one who had to be flexible, and miss work.

It is now 8 PM, EST, 15 November 2012, and I have still not heard from Lisa, the Supervisor at Customer Service, from her promise to get back to me on 9 November.

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Update by TonyGale
Nov 15, 2012 9:05 pm EST

Sleep Number delivery and customer service problems.

We purchase the I8 bed on October 20th, 2012. We were called by Sleep Number Bed Home delivery on 22 and 26 October, and were set up for delivery on 29 October. I had to rearrange my schedule with my supervisor, because they were unable to deliver on any of the four days I gave them that would preclude me from missing work.

Eric, [protected], from Sleep Number Bed Home Delivery, called the morning of the 29th, stating they could not deliver because of Hurricane Sandy hitting the east coast. That was very understandable. He stated that someone would call me on Friday 2 November to re-schedule my delivery.

Friday, 2 November rolls around, and by the afternoon I had still not received a phone call. So I called them, and again spoke to Eric. The only thing he could do was schedule me for the afternoon of 5 November for the delivery. Once again, I had to rearrange my schedule with my supervisor, because they were unable to deliver on any of the days I gave them that would preclude me from missing work.

On Monday, 5 November, I received a call from Eric stating they were going to cancel my delivery, and they would call me back by the end of the day to reschedule. I asked him why, and he said that he did not have a bed for me. I asked him what happened to the bed I was supposed to get on 29 Oct, the bed that he had in his possession on 26 October, and he stated that it was delivered to someone else, probably, that they don’t put people’s names on them in the warehouse, they just load the model that morning on the destination truck. I then argued that since my first delivery had been canceled, that I should have been at the top of the que for a delivery, and have top priority. He then told me they never actually had a bed for me.

At this point I ended my phone call with Eric. I felt I was being lied to and told him so. I called the Store I purchased the bed from, and spoke to Mekita, the store supervisor [protected]. She then made some calls, called me back stating that Customer Service wanted to speak to me and help me. I called the number Mekita gave me [protected], and talked to Nadine. She was very helpful, and I told her my story. She said she would do some checking and get back to me.

She called me back and told me that all the beds had been shipped from the New Jersey Warehouse back to the “Hub” ( wherever that is ) to keep them out of harm’s way of the hurricane, and that the computer at the delivery warehouse was never updated.

At this point I was very angry. I told Nadine now I have three stories to pick from, and still felt like someone was lying to me. I asked Nadine which was it;
- Did they ever have my bed in possession at all
- Does my bed even exist
- Is my bed back from the Hub?

I ended my call with Nadine, by stating I did not want to hear from anyone until they actually had my bed. I did not want to have to re-arrange my schedule again with my boss just to have my delivery canceled once again.

So, 96 hours pass, it is 10 AM Friday 9 November, and I have not heard from a soul at Sleep Number Bed. No call from Customer Service, no call from Home Delivery, nothing. Apparently, nowhere in the entire state of Virginia can they lay their hands on an I8 bed.

Believing that I have been more than patient, OK, angry, but patient, I again call the store I purchased the bed from. I talked to Bill, the salesman who sold be the bed, as Mekita was not there. Bill made some calls, and finally John from Home Delivery called me. He set me up for a November 15th delivery, and I could expect a call by the 13th of the time window. I told John that it would have to be in the morning, as I was starting 2nd shift at work, had re-arranged my schedule twice with my supervisor, and should not have to do so again. He said he would inform his boss.

I then asked John why I could not get delivery sooner, since I had been canceled twice already, and should be at the top of the Que. He said that the 15th was as soon as he could get the bed to me.

Needless to say I find this hard to believe. Here I am, originally supposed to get a bed on 29 October, and John says 15 November is the earliest he can get one to me.

I find it very hard to believe that no I8 beds can be found in the state of Virginia, nor have any been delivered to any customers, since 29 October. So I call Customer Service back and speak with a Supervisor, Lisa.

I tell Lisa the entire saga that I have just typed above, and she sounds horrified. She tells me that she is going to make a few calls, and see what she can do to get a better delivery date than 15 November, and call me back today, 9 November.

It is 1:15PM 9 November, and I am still waiting . . .

Received a call from Adam on Tuesday, 13 November, stating that the will deliver my I8 Bed sometime between 10 and 2 on Thursday 15 November. I still have not heard back from Lisa at Customer Service.

10:30 AM 15 November, my sleep number bed arrives. The two workers, Chris and Anthony, were quick, knowledgeable, and efficient. They were in and out of the house in less than 20 minutes, and explained everything to me about the bed.

Some constructive thoughts here;

1. Don’t promise to call a customer, then fail to call.
2. Don’t promise a delivery date if you do not have the item to deliver.
3. Don’t cancel a customer delivery twice, and then make them wait an additional ten days.
4. Ensure your delivery scheduler is flexible. I find it difficult to believe that of all the days I requested for delivery, they were unable to accommodate me. I was the one who had to be flexible, and miss work.

It is now 8 PM, EST, 15 November 2012, and I have still not heard from Lisa, the Supervisor at Customer Service, from her promise to get back to me on 9 November.

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Reviewer44513
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Jan 06, 2016 3:42 pm EST

Beware, if you buy this bed that Customer Service is almost non existent. Horrible. I've been on hold almost an hour, after taking a month to even get an appt. to have someone come out and help me. If that many people are calling customer service, it can't be good.

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Sleep Number bed comfort

My fiancé and I decided to breakdown and buy a new bed. After seeing a commercial on tv we went into the local sleep number store. The salesperson did her normal presentation showing us all the different sleep number beds. After finding one we both liked the salesperson got us approved to receive it in a few weeks. I have no idea why it took so long to receive that was just crazy! They set the bed up and left! I have horrible back pain, I thought this new bed might help. Boy was I wrong! Not only did I only get 2 hours of sleep but my fiancé woke up w her neck and back aching! I can tell you one thing sleep number did a bait and switch! The bed we received at our house was NOT the same bed we tried out at the store! The reason we purchased the bed was we were told that we could return it within 30 days and we would get a100% of our money back. What a scam! Not only did they run my credit thru GE without me signing anything but I also received a credit card in the mail! We spent $180 for them to drop it off and after I told them to take it back I find out that I'm responsible for paying $200 for them to pick it up plus shipping was on me! I am furious, their customer service and product absolutely sucks! I cannot believe people haven't gotten together to file a class action lawsuit! They claim they've sold over 7 million beds but I'm guessing at least half of those beds were returned at owners expense and there are over 7 million VERY unhappy people out there that feel they got screwed like we did. I wish that I would have had time to really research this bed instead of taking the salespersons word! I hope the company goes broke! The sooner the better

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Sleep Number Customer Reviews Overview

Sleep Number specializes in providing personalized sleep solutions. Their product line includes adjustable, smart beds known for their Sleep Number setting, which allows individuals to customize the firmness of their mattress. Additionally, they offer bedding accessories such as pillows, sheets, and mattress pads. Sleep Number's services include in-store and online shopping, with sleep professionals available to assist customers in selecting the right products for their sleep preferences. The company also provides a sleep tracking app to help users monitor and improve their sleep quality.

Sleep Number In-depth Review

Product Range and Quality:

Sleep Number offers a wide variety of beds and accessories, catering to different sleep preferences and needs. The products are known for their high quality materials, ensuring durability and longevity of the beds.

Customer Service:

The customer support team at Sleep Number is highly responsive and helpful. Contacting customer service is easy, and they provide excellent assistance with product selection and customization.

Ordering Process:

The website is user-friendly, making the ordering process a breeze. Product descriptions and specifications are clear, and customization options are readily available. Pricing and additional costs are transparent, ensuring no surprises at checkout.

Delivery and Shipping:

Sleep Number ensures timely delivery of their products. The items arrive in excellent condition, thanks to their careful packaging and handling. Customers are kept informed with tracking and communication throughout the shipping process.

Installation and Setup:

Professional installation services are available for those who prefer assistance. However, setting up the Sleep Number bed is easy and straightforward, thanks to clear instructions and guidance provided.

Comfort and Performance:

The Sleep Number bed offers exceptional comfort and adjustability. It effectively relieves pressure points, promoting better sleep. The bed also features noise and motion isolation, ensuring minimal disturbance. Additionally, it has temperature regulation capabilities for a comfortable sleep environment.

Warranty and Returns:

Sleep Number provides a comprehensive warranty with a generous coverage and duration. Initiating returns or exchanges is easy, and the refund process is timely. Customers are generally satisfied with the warranty claims process.

Value for Money:

Sleep Number beds are priced competitively, offering affordability within their price range. When compared to competitors, Sleep Number stands out in terms of features and pricing. Investing in a Sleep Number bed is a cost-effective choice for long-term sleep quality.

Customer Reviews and Ratings:

Customer feedback and ratings on various platforms indicate high satisfaction levels with Sleep Number. Common positive aspects highlighted by customers include comfort, adjustability, and customer service. Negative aspects are minimal and vary among individual experiences.

Innovation and Technology:

Sleep Number continuously introduces new features and technologies in their products. They integrate well with smart home systems and are compatible with other devices. The company also invests in ongoing research and development efforts to enhance sleep technology.

Social Responsibility:

Sleep Number demonstrates a commitment to environmental sustainability through their practices. They ethically source materials and have corporate social responsibility initiatives in place, contributing to a positive impact on society.

Overall Recommendation:

Sleep Number excels in providing a wide range of high-quality beds and accessories. Their customer service is top-notch, and the ordering process is seamless. The comfort and performance of Sleep Number beds are exceptional, and the warranty and returns process is customer-friendly. With their commitment to innovation, technology, and social responsibility, Sleep Number is highly recommended for customers seeking a personalized and comfortable sleep experience.

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